Kim Pok
Help Desk Support
Sugar Land,TX
Summary
Dedicated IT professional with a strong background in help desk support and a track record of delivering exceptional customer service. Highly skilled in troubleshooting and efficiently resolving IT issues with a proactive problem-solving approach. Committed to providing world-class customer support, ensuring utmost customer satisfaction, and creating a memorable experience for every individual I assist.
Overview
4
4
years of professional experience
Work History
Help Desk Support
E&P MSP LLC
Sugar Land, TX
01.2020 - Current
- Act as the primary point of contact for customers, providing world-class customer service through telephone, email, and in-App messaging systems.
- Diagnose and troubleshoot customer queries, technical issues, and product-related problems to ensure a satisfactory resolution.
- Utilize web-based ticketing systems (Zoho Incident Management and ServiceNow) to log, track, and resolve customer calls efficiently.
- Install, maintain, and update computer hardware and software, ensuring smooth operations.
- Manage end-user accounts using Microsoft Active Directory, ensuring proper access and permissions.
- Offer basic end-user support for software setup, configuration, and reconfiguration.
Office Assistant
Brookstreet Companies Inc
Sugar Land, TX
01.2020 - 12.2020
- Assisted in bookkeeping tasks, including accounts payable and accounts receivable data entry, and check generation using Intuit QuickBooks Pro Plus 2020.
- Recorded and prepared all cash receipts for bank deposits.
- Managed various office duties, such as email correspondence, document filing, and phone handling.
- Successfully streamlined processes and researched prices, leading to a 20% reduction in supply bills.
- Interacted with customers by phone, email, or in-person to provide information.
Legal Assistant
Manns Law Office
Houston, TX
10.2019 - 01.2020
- Organized and managed files for over 20+ cases, documenting actions and confirming case status with the attorney.
- Maintained consistent communication with 20+ clients, keeping them informed about the case progress.
- Verified outstanding balances with attorneys and clients to monitor case costs effectively.
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Interviewed clients to obtain information relevant to cases.
Volunteer
COMMUNITY ENGAGEMENT
Houston, TX
- Provided aid to over 100 senior citizens in operating their mobile phones, iPad, and Android devices, fostering digital literacy among the elderly.
- Used strong interpersonal communication skills to convey information to others.
Education
Bachelor of Science - Computer Science
University of Houston-Downtown
Houston, TXSkills
Microsoft Office 2019 (Outlook, Word, Excel, and PowerPoint)
Microsoft Active Directory
Microsoft Office 365
Windows 10, 11
ServiceNow
ZohoDesk
G-Suite
Intuit QuickBooks
HTML, CSS, JavaScript, SQL
2016 Microsoft Visual Studio Basics, MySQL, IntelliJ
Timeline
Help Desk Support
E&P MSP LLC
01.2020 - Current
Office Assistant
Brookstreet Companies Inc
01.2020 - 12.2020
Legal Assistant
Manns Law Office
10.2019 - 01.2020
Volunteer
COMMUNITY ENGAGEMENT
Bachelor of Science - Computer Science
University of Houston-Downtown